Customer Support Representative (English + German or French)

Openkrill; United States; Remote; USD 42,000 - 64,000; Full time

Benefits offered by this job

Remote-first work model

Home workplace budget

Resilient office/ Kyiv budget coverage

IT equipment budget

AI-powered tools access

Medical insurance & wellness

Job summary

Ideals is a global B2B SaaS company known for its secure collaboration tools and a top-rated product on G2. The Customer Support Representative will join a multinational team, handling multi-channel requests to deliver best-in-class customer experience worldwide.

The role offers clear growth paths within the Support Team and cross-functional collaboration across Engineering, Product, and Knowledge Management.

Qualifications

• 2+ years of proven experience in a remote Customer Support role.
• Advanced in English (C1) with exceptional verbal and written communication skills.
• Upper-Intermediate French or German (B2).

Responsibilities

• Provide exceptional customer support via chats & emails (90%) and calls (10%).
• Maintain a customer satisfaction score of 90%+ by delivering prompt, empathetic solutions.
• Proactively stay informed about product updates and process changes.
• Ensure strict confidentiality of client information following the company’s security policy.
• Collaborate with Engineering and Product to resolve complex issues.
• Support internal teams (Accounting, Customer Success, etc.) by completing tasks.

Skills

English fluency

Foreign language (French or German)

Remote customer support

Analytical thinking

Independent work

Job description

GET TO KNOW US

Ideals is a global B2B SaaS product company recognized as the most highly rated and customer-centric brand https://www.g2.com/categories/virtual-data-room?tab=highest_rated in the secure business collaboration market. Trusted by over 2,000,000 users from 300,000 companies globally, we help people run high-stakes processes and make important decisions with less stress, higher quality, and shorter hours.

Ideals Virtual Data Room (VDR) https://www.idealsvdr.com/: Secure document sharing and collaboration for due diligence, fundraising, corporate reporting, licensing, clinical trials, and other complex transactions.

Ideals Board https://idealsboard.com/: Board and leadership collaboration platform for faster, safer, and more compliant decision-making.

THE ROLE

The Customer Support Representative role is now open to join our multinational team. This role offers a clear path for professional development, with opportunities to advance to a Senior Customer Support position or explore other roles within the Support Team or related departments.

In this key role, you will directly impact delivering the best-in-class customer experience across the globe, covering multichannel requests. You will contribute to our rapid growth and a top-rated product on G2 for 5 years straight, known for intuitive use and exceptional service.

You will work closely with Customer Support, Quality Assurance, Knowledge Management, and Product and collaborate with other cross‑functional teams under the guidance of the Customer Support Lead.

Schedule

• Full-time remote (from any city in Ukraine)
• Monday to Friday: 10:00 AM - 6:30 PM (flexible start between 8:00 AM - 9:00 AM is also available)
• No evening or night shifts
• 1 regular weekend shift (Saturday or Sunday) with 2 consecutive days off guaranteed every week

WHAT YOU WILL DO

• Provide exceptional customer support via chats & emails (90%) and calls (10%)
• Maintain a customer satisfaction score of 90%+ by delivering prompt, empathetic, and effective solutions
• Proactively stay informed about product updates and process changes
• Ensure strict confidentiality of client information following the company’s security policy
• Collaborate with Engineering and Product teams to raise and resolve complex customer issues
• Support internal teams (Accounting, Customer Success, etc.) by completing assigned tasks

WHAT YOU BRING

• 2+ years of proven experience in a remote Customer Support role
• Advanced in English (C1) with exceptional verbal and written communication skills
• Upper-Intermediate French or German (B2)
• Strong analytical and problem solving skills, with a meticulous attention to detail
• Proven ability to take ownership of tasks and work independently
• Strong customer-centric mindset

NICE TO HAVE

• Experience of providing customer support to B2B clients
• Experience in collaboration with international teams

OUR ASSESSMENT PROCESS

• Screening call with the Talent Acquisition Specialist (30 mins)
• Test Task
• Competency-based interview with the Talent Acquisition Specialist (60 mins)
• Interview with the Hiring Manager (30 mins)

WHAT WE OFFER

We highly value our people, so we will empower you with all the resources and support to help you reach your full potential.

FOR YOUR BEST WORK

• Remote-first flexibility to shape your ideal workday
• Home workplace budget
• Resilient home budget for Ukraine-based teammates
• Resilient office in Kyiv & co-working expense coverage
• Individual IT budget for extra equipment
• Top-tier tech and AI-powered tools

FOR YOUR GROWTH

• Access to Ideals Academy with numerous courses
• Investment in external learning and development activities
• Guidance in Personal Development Plan creation
• Professional literature and subscriptions coverage
• Support of your passion as a speaker or writer
• Internal talent mobility opportunities

FOR YOUR WELL-BEING

• Medical insurance and Wellness Package for sports activities
• Full coverage of mental health sessions for Ukrainian teammates
• Funding for sports competitions
• 20 business days of paid time off per year
• Unlimited health-related time-off

EXTRA PERKS

• Budget for meetups with your local team
• Generous internal referral program

OUR CULTURE

Commitment, Excellence, Collaboration, Trust and Care are core values to the Ideals team. For us, these are the principles that every Idealer lives and breathes. We are on the lookout for like-minded individuals who share our values. By doing so, we create a team where talents feel at ease and work to the best of their abilities.

Discover more https://ideals.jobs/our-culture/.

Ideals is an equal opportunity employer

Ideals is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people from all walks of life. We don’t discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, or citizenship.